MIS - a system for continuous customer feedback on Operator’s performance Gylve Aftret-Sandal, Head of Analysis at Ruter

BusNordic – work shop

Oslo, September 8th 2014

2

Ruter’s Market Information System (MIS)

Three main parts:1. Operator monitoring

2. In-vehicle customer interviews

3. Travel survey and satisfaction survey (CATI)

Information is gathered continuously

Production oriented

Customer oriented

MIS is one of several tools improving public transport

Customer orientation

Ope

ratio

nalis

ing • Inspections onboard

busses, metros and trams, as well as at stops

• Recording on tab's• Quality manuals for

each mode define the quality standards

• Between 14 000 – 15 000 inspections per year

Qua

lity

aspe

cts • Examples of what is

measured:• Punctuality • Signs• Information (time tables,

travel guarantee information, price tables etc.)

• Stop announcements• Maps• Stops: Stop name, line

number/destination, maintenance, litter etc.)

Rep

ortin

g • User friendly web interface

• Ruter and the operators have access to the web interface

• The information is updated daily, allowing quick response from Ruter and the operators

• Breakdowns:• Time period• Line• Contract• Operator• Mode• Day type (work day,

Saturday, or Sunday)• Time of day

Monitoring Public Transport

Reports - example

Two reports:1. Standard / «viewer»

(no editing rights)

2. «Contributor» (editing possible)

Create report

Export to PowerPoint

9

Resultat per contract per quarter

Create widgetCreate dashboard

Share ExportDelete

Resultat per contract per

month

Results time intervals

Explanining negative customer feedback

Drill down

Malus report

Errors in following will cause a fee:•Information (displaying time tables, travel guarantee information, price tables etc.)•Missing stop announcements•Maps/ time tables missing •Stops: Stop name, line number/destination, maintenance, litter etc.)

Fees – examples